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Technical Delivery Specialist

Job Req ID:  50603
Posting Date:  29 Aug 2025
Function:  Infrastructure
Unit:  Networks
Location: 

Orion Building B62-MH, Ipswich, United Kingdom

Salary:  Competitive with Great Benefits

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.
Our team plan, design, develop, test, maintain, support and deliver BT’s Cloud Contact platforms and services, underpinning the Business cross-portfolio strategy and the Customer Contact product family. We provide services for multinational customers, supporting them to utilise cloud technologies to maximise their business performance and to provide excellent customer experience.
The Technical Delivery Specialist implements technical deliveries within and into the UK Platforms team, across the multiple platforms we support and manage.  It is a way to organise all the projects and work in a central, coordinated manner, with delivery plans produced and reported to stakeholders, customers and senior leaders. The role is responsible for implementing and managing the necessary financial and budgetary controls to allow effective operation of the contact centres within the UK Platforms estate, whilst ensuring all deliverables are costed effectively with appropriate business benefits.

What you’ll be doing

  • Responsible for planning, managing and leading on the technical delivery of large, complex products and services into the UK Platforms team, coordinating and liaising with the Business product line, other Digital and Networks teams and external suppliers/vendors 
  • Review service quality definitions, metric, KPIs and SLAs accordingly, e.g. ensuring all customers have a maintained service whilst platform upgrades are in progress, focusing on platform and service reliability and availability measures to ensure we’re delivering a 99.98% platform availability 
  • Responsible for contributing to the management of transformation of the UK Platforms unit, in line with the Networks and Business strategies
  • Designing and driving improved working processes – both within the UK Platforms teams and between UK Platforms and other teams within BT 
  • Stakeholder management – working with teams across the business to ensure timely delivery of strategic cloud projects (CS&D, product line, external vendors/suppliers) 
  • Responsible for inputting into regular reporting to senior leadership teams (SLT) on the progress against all deliverables within Customer Contact 
  • Assisting with the coordination of activities across the unit and of activities feeding into the unit 
  • Indirect management of people, via matrix management

Skills Required for the Role

  • Technical delivery: very clear understanding of the project management delivery cycle, to be used practically to ensure the delivery of key strategic projects, as well as an understanding of the underlying technologies involved 
  • Cloud platforms: subject matter expertise in some areas to ensure a clean, assured delivery of new platforms, integrations and upgrades 
  • Problem solving: the ability to think on one’s feet to change plans and make key decisions to influence the progress of deliveries 
  • Organisation: key attribute to planning and scheduling work and the creation of compelling, agile delivery plans.  Ensuring all milestones are achievable and realistic, and a delegation of responsibility to key stakeholders and teams in order to achieve targets 
  • Communication: delivery of complex, technical messages and engagement at all levels of the business – from CEO to engineer – to ensure plans are clearly understood and bought into 
  • Leadership: ability to inspire and lead people towards the end goal.  Empowerment of stakeholders and team members to be able to deliver against key objectives and milestones. 
  • Use data analytics: you use your knowledge of data and its presentation to help colleagues make decisions. You deliver initiatives that improve data analytics in our business. 
  • Be tech savvy: you develop and contribute to knowledge of new technologies, how they're used in our business and in others. 
  • Be agile: you use your knowledge of best practice to collaborate with peers across the business in different ways. 
  • Give specialised advice: you offer advice and recommendations based on your expertise both proactively and on request.

Experience Required for the Role

Mandatory 

  • Strong understanding of Contact-Centre-as-a-Service (CCaaS) strategies within BT and the deployment of CCaaS solutions
  • Strong understanding and experience in CI methodologies 
  • In-depth knowledge of delivery management and reporting toolsets – MS Excel, MS Project, MS PowerPoint, MS Word, etc. 
  • Understanding of the various public cloud services (Amazon Web Services, MS Azure, Google Cloud Platform) as well as private cloud concepts

 

Preferred 

  • In-depth knowledge of the Customer Contact portfolio 
  • Understanding of ITIL v3 methodologies 
  • PRINCE2 Foundation level (or equivalent) 
  • CI accreditation at Silver or above 
  • ALP in Technical Delivery Management (Bronze) 
  • ALP in Voice (Bronze) 
  • ALP in Voice (Silver) 
  • ALP in Process (Bronze)

Benefits

  • On target 10% on target bonus​
  • BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%​
  • From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.​
  • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.​
  • 25 days annual leave (not including bank holidays), increasing with service​
  • 24/7 private virtual GP appointments for UK colleagues​
  • 2 weeks carer’s leave ​
  • World-class training and development opportunities​
  • Option to join BT Shares Saving schemes.​

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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